Executive search firm Monroe Consulting PH is recruiting a Customer Care Specialist on behalf of a multinational consumer goods company based in BGC Taguig. Role will play a key role in delivering exceptional customer and consumer experiences across multiple communication channels and will be managing inquiries, resolving complaints, and ensuring a positive brand interaction, contributing to overall satisfaction, loyalty, and reputation management. Position offers hybrid working setup (onsite will only be as needed).

Key Responsibilities:

• Support customers, consumers, and professionals by understanding their needs and offering accurate product recommendations and guidance.
• Handle inquiries via hotline, email, chat, and social media, ensuring timely and effective responses.
• Safely collect and manage consumer data, ensuring entries are maintained in the CRM system and in compliance with data privacy regulations.
• Follow established procedures for managing complaints, collaborating with relevant teams to resolve sensitive or complex issues.
• Monitor feedback to identify early warning signals and contribute to product or service improvement initiatives.
• Deliver insights and trends from consumer interactions and share findings to support internal strategies and innovation.
• Promote continuous improvement in consumer engagement processes and contribute to business growth.
• Build and maintain strong working relationships with internal teams to enhance care performance and service quality.

Qualifications:

• 5 years of experience in a customer service or consumer care role, preferably in a multi-channel support environment.
• Strong communication skills (verbal and written) and the ability to manage inquiries across various platforms.
• Experience using CRM systems; familiarity with Salesforce is a plus.
• Detail-oriented with excellent problem-solving and complaint resolution skills.
• Ability to work cross-functionally and maintain professionalism in sensitive or high-pressure situations.

Please refer to job description.